Help Desk Technical Support II (Tier 1) - Arlington, VA

Clearance Level
None
Category
Help Desk
Location
Arlington, Virginia

REQ#: RQ43079

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. The Federal Deposit Insurance Corporation [FDIC] mission is to preserve and promote public confidence in the U.S. financial systems by insuring deposits in banks and thrift institutions for up to $250,000; by identifying, monitoring, and addressing risks to the deposit insurance funds; and by limiting the effect on the account and the financial system when a bank or thrift institution fails. GDIT provides the day-to-day operational services to FDIC in support of infrastructure, facilities, hardware, software, and systems. GDIT supports operational security, client support/help desk, data center operations, asset management, and systems engineering service areas. .

 

GDIT is seeking a Help Desk Technical Support Technician  for the FDIC infrastructure program. U.S. Citizenship and background investigation is required; you must have a current clean financial background.  

Task and responsibilities in this role include, but are not limited to the following:

Provide technical support to users for computer-related technical problems on assigned account(s).
Provide back-up assistance on other accounts as needed.

Answer help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
Assist customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.

Follow up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.

Log and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

REQUIRED QUALIFICATIONS

AA or equivalent + 3 years related experience
Customer service experience
Excellent communication skills.
ServiceNow or Trouble Ticketing experience

Active Directory experience

Application support experience

Ability to diagnose and troubleshoot technical issues

Nice to Haves:
Microsoft Office 2016

Windows 10 experience

Security+
A+
Network+
HDI Certifications (HDI-CSR, HDI-SCA, HDI-DST, HDI-TSP, HDI-PMP)

This role is not yet funded.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.